CAFÉ COFFEE DAYVijay Krishnan A
DM14257
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CAFÉ COFFEE DAY Started in 1996 by V.G Siddartha in Bengaluru
Vertically Integrated firm Owning Plantations Growing Coffee Making Coffee machines Making furniture for Outlets
Outlets at 1438 locations (National and International) Revenue: $ 45 Million
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RESTAURANT INDUSTRY – OVERVIEW Restaurant
An Establishment that serves prepared food and beverages to be consumed
within the premises
A public place where meals or refreshment may be obtained
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KINDS OF RESTAURANT
Automat
Café Coffeehouse
Cafeteria
Fast Casual Counter
Fast Food RestaurantGreasy Spoon
Restaurant Chain
Sit-down restaurant
Take-out Restaurant
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SERVICE CATEGORY
Family Style
Quick Service
Multi-Concept Chains
Upscale
Delivery
Take-Out
Buffet
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SERVICE CONCEPTORGANIZATION: Café Coffee Day, Bengaluru (HQ), India
ORGANIZING IDEA: A cup of coffee with your near and dear
Service Concept: A coffee shop provides good ambience to you and your companions and offers a variety of caffeine beverages and snacks, primarily targeted at youngsters.
Service Experience:
Standardized offering of Coffee and beverages
A quiet place for a conversation
Crowded during weekends
Paying before consuming
Service Operation:Good parking facility Air Conditioned Serving areaClear MenuSingle Queuing
Service Outcome:Great ConversationGreat Experience with friendsInternet Services (select Outlets)No interruption while working
Service Value: Price excludes Wi-FiExpensive product, but worth the environmentReasonably priced Good Value for Money
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SERVICE PLACEMENT
Service Factory
Service Shop
Mass ServiceProfessional
Service
Degree of Interaction and Customization
Low High
Deg
ree o
f Lab
or
Inte
nsit
yH
igh
Low
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SERVICE DELIVERY SYSTEM
INPUT• Signage• Parking Area• Welcome• Assigning Table• Menu
PROCESSES• Order Taking• Cooking/Preparation• Delivering quickly• Giving a
choice/recommendation while ordering
• Customizing standard orders
OUTPUT• Response time • Delivery Time• Environment• Ambience
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CAPACITY PLANNING Working Hours: 11.00 am to 11.00 pm
Peak Hours: 5.00 pm to 9.00 pm
Strategy: Chase Capacity Strategy
Employee Workforce: 2 Core Shifts – 6 hour each 1 Part Time Shift – 3 hour each Core Shifts – 3 employees Par Time Shift – 1 employee All assumptions for a shop catering to a Maximum capacity of 30 people (800
Sq.Ft)
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PROCESS PLANNINGTaking Orders
Preparing Order
Preparing Order
Delivering Order
Additional Person Assigned during
peak hours
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SERVICE BLUE PRINT Parking Lot Building Exterior Entrance Welcome counter
Interiors Ambience Restaurant
Furniture
Serving Mechanism Cutlery Crockery Tissues etc.
Menu: Coffee Snacks Cold/Hot
Beverages
Customer Customer Customer Customer
Receptionist Waiter WaiterWaiter
Physical Evidence
Customer Interaction Points
Front Desk
Back Office &
Tech Support
Chef/Cook Equipment Coffee Machine
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IMPROVEMENTS IN SERVICE DELIVERY
SERVICE ATTRIBUTES
Responsiveness
Delivering Order
SERVICE PROCESS
INDICATOR
Order Taking time
Time taken to deliver
SERVICE PROCESS
STANDARDImmediate 15-20 min
PERFORMANCE TARGERS
95% 90%
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APPENDIX
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CAFÉ COFFEE DAY – TRADEMARK COFFEE
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CAFÉ COFFEE DAY - INTERIOR
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CAFÉ COFFEE DAY – FACEBOOK PAGE SHOT
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CAFÉ COFFEE DAY – MOUTHSHUT REVIEW STATISITCS
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CAFÉ COFFEE DAY – GOOD REVIEW Good place to Hang out
By: RemyaGNair | Jun 27, 2013 03:05 AM
From the time I was student on a shoe string budget to now, this has always been my favourite hang out. Had so many wonderful memories here, love the ambiance, the beverages and the pastries. I been a fan of your black forest for a long time.
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CAFÉ COFFEE DAY – BAD REVIEW BAKWAAS
By: ashishverma2006 | Jun 27, 2012 07:41 PM
Poor quality of food at chandigarh sector-16 and sector-35. They do not know how to behave and serve bad quality of food with lots of attitude like they are providing food in free of cost.. i went their and on their table they still have 20 days back news paper and quality of breads used for making sandwich was bad..In total CCD is wastage of money as well as your time... More over it spoils your good mood.
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THANK YOU